Return policy

This return policy (hereinafter, the “Return Policy”) shall govern the manner in which the customer may return products purchased on the www.moncler.com website (hereinafter, also the “Website”).

The products purchased on the Website are sold directly by Industries S.p.A. (hereinafter, “Moncler” or the “Vendor” or “We” or “Us”), a company subject to the direction and coordination of Moncler S.p.A., with registered office in Milan, via Stendhal 47, VAT and Fiscal Code 04804070961, Company Registry Number 1773341, share capital of Euro 15.000.000, fully paid-in.

This Return Policy applies only to the return of Products in case of exercise of the right of withdrawal; the procedures for the return of Products in case of lack of conformity is regulated in Article 9 of the Terms of Sale, to which we fully refer.

1. Procedures for exercising the right of withdrawal

Moncler’s purpose is to guarantee the customer’s full satisfaction. If, for any reason whatsoever, the customer is not satisfied with the order, he/she may exercise the right to cancel the purchase and return the purchased products.

The customer must inform us of his/her decision to return the order within twenty (20) calendar days from the date on which he/she received the product purchased on the Website (or from the date on which he/she received the last shipment in the case of multiple purchases), or, if the “Pick up in boutique” option (where available) was selected at the time of purchase, from the date on which the product was collected at the Moncler boutique (such notice shall be deemed to have been sent, in the event of failure to collect the Products within the term of 15 days from their availability at the boutique), according to one of the following methods:

(a) filling out the online Return Form available on the Website in the Client Service area (the “Return Form”);

(b) Contacting us free of charge at +61 1800 413 740

1.1 Online Returns

Returned Products under the right of withdrawal shall be shipped back to Moncler from the same Country they were delivered to within fourteen (14) calendar days from the date the Vendor is notified of the decision to exercise the right of withdrawal, to the address indicated on the pre-paid and pre-stamped return label included in the packaging (please follow the instruction on the Return Form to use our free-collection service). The products may be returned by dispatching the package through the shipping agent indicated by Us, or through another shipping agent or postage method.

If the customer decides to use the courier indicated in the Return Form, he/she shall not have to bear the return shipping costs, which will be entirely borne by Moncler, and it will be possible to track the parcel at any time. In this case, the customer is requested to follow the instructions in the Return Form included in the package and contact UPS to organise the pick-up.

If the customer decides to use a different courier or other postal delivery method to return the products, he/she shall bear the cost of shipping the items in advance, in accordance with our return instructions, and subject to applicable laws, shall be responsible for any loss or damage to the products during transport. To protect the customer, We recommend that returned items always be sent back by courier, even if the customer decides not to use the pre-paid method with the courier recommended by Us.

1.2. Returns in boutique

Alternately, the customer may return the products directly to any Moncler boutique, among those available in the country where delivery was made, and listed on the Website, presenting the products to a sales assistant in their original packaging, if possible and if still intact, together with the delivery receipt contained in the original packaging and the dust bag, if included inside the package at the time of delivery of the Order, within twenty (20) days of the date in which the products were received. In this case, the customer shall not incur any cost. The sales assistant will complete the return form and check that the products comply with the conditions indicated in this Return Policy as well as the Terms and Conditions of Sale. Delivery of the products to the sales assistant is thus equivalent to acceptance of the return by Moncler.

2. Terms and conditions of return

The right to return products shall be deemed to have been correctly exercised once each of the following conditions have been fully met:

as specified under article 1., the customer (a) has correctly filled in and submitted the online form available at the following link or (b) has contacted the Customer Service within twenty (20) calendar days from the date he/she receives the purchased product (or for purchases of multiple products, the date on which the last product was received) or, if at the time of the purchase the “Pick Up In Boutique” option was selected, within twenty (20) days of the date on which the order was collected at the Moncler boutique;
the products shall be returned new, undamaged, unworn - save for the consumer’s right to try on the product to ascertain its characteristics - and not washed. Moncler reserves the right to refuse the return of products that are damaged, dirty or in a condition that unequivocally suggests that they have been used for purposes other than the customer’s verifications that are strictly necessary to ascertain their characteristics. In any case, the Customer shall be held liable for the reduction in value of the Products; the Vendor reserves the right, at its own discretion, to take legal action against the Customer to ascertain such reduction and, in subordination to the hypothesis of refusal of the return, to withhold from the refund due to the Customer the sum corresponding to the damage caused to the returned Product;
the identification tag and any label are still attached to the products, as well as the disposable seal;
the products shall be returned in their original packaging if possible and if still intact, together with the delivery receipt contained in the original packaging and the dust bag, if included inside the package at the time of delivery of the Order;
the returned items must be shipped back to Us within fourteen (14) calendar days from the date the customer informed Us of the decision to withdraw from the purchase contract, to the address indicated on the pre-paid and pre-stamped return label included in the packaging (please follow the instruction on the Return Form to use our free-collection service) or should the customer choose to return the products by going directly to any Moncler boutique listed on the moncler.com Website among those available in the country where the products were delivered, the same shall have to be delivered to a sales assistant within twenty (20) days from the date on which they were received.

Once all requirements set forth above have been fulfilled, We shall refund the entire price for the purchased products.

Please note that products returned under the right of withdrawal shall be shipped from the same country in which they have been dispatched.

2.1. Identification tag

All products sold by Moncler include an identification tag. Products shall be tried on without removing the tag. Returned products without the tag will not be accepted. To return damaged, defective or incorrect products the identification tag should still be attached to the products, as long as possible and where still available.

2.2. Non-Acceptance of Returns by Moncler

Should the product not be accepted, the customer will be notified by e-mail as soon as practicable, within a reasonable period of time. In this case, the customer may choose to have the products returned to them at his/her expense. Please note that returns refused and re-delivered may not include the original packaging (dust bag). Should the customer refuse the above delivery, Moncler reserves the right to retain in a definite manner the products as they shall be deemed to have been refused and abandoned by the customer, as well as the amount paid for the purchase of the products.

2.3. Exceptions to the exercise of the right of withdrawal

Without limiting the provisions of the above paragraph, the right of withdrawal does not apply to the following:

sealed products unsealed by the customer following delivery, where return of such products is unsuitable due to health protection or hygiene reasons;
products comprising sealed audio or video recordings or computer software or other digital elements, if the product becomes unsealed after delivery;
products which are made to the customer’s specifications or clearly personalised;
products which have become inseparably mixed with other items after delivery; or
digital service or content that the customer has started downloading, so expressly waiving the right of withdrawal.

3. Refund terms and procedures

After Moncler has received the returned products and checked that the products meet all requirements, the customer shall receive an e-mail that the returned products have been accepted. Whatever is the form of payment used (Credit/Debit Card, PayPal, Apple Pay, Google Pay, Sofort, Klarna, WeChat where available), Moncler will refund the customer all payments received for such cancelled purchase, including standard delivery costs, if any have been paid (but excluding supplementary costs for expedited delivery options, gift wrapping and other additional expenses deriving from options selected by the customer).

We will process the refund due as soon as possible and, in any event, within:

· if the customer uses our free collection service: fourteen (14) calendar days from the day on which our warehouse receives and verifies the returned products; or

· if the customer returns the products autonomously: fourteen (14) calendar days (i) from the date in which Moncler has received the products returned by the customer or (ii) from the moment in which the Customer provides evidence of having sent the products back, whichever is the earliest;

· if the customer returns the products to one of our boutique, immediately after the sale assistant completes the procedures to verify that the returned products comply with the return conditions set forth under section above.

The customer shall be liable for any diminution to the value of the returned products arising from the use for purposes other than the Customer’s verifications strictly necessary to ascertain the characteristics, functions or nature. Moncler reserves the right to retain from the refund the sum corresponding to the damage caused to the returned Product, and in any case to take legal action against the Customer in order to protect its rights.

Without prejudice to the above, once Moncler has checked that the return was carried out in compliance with the above conditions, the time period for refunding the amount paid by the customer for purchasing the returned products depends on the payment type used. As a way of example:

purchase by Credit/Debit Card: refund time will depend on the Credit Card company’s policies;
payment made by bank transfer: the customer will be refunded the amount paid for the products returned to the Bank account used for the purchase; the time needed for refunding depends on the information provided in the order. Please remember it is necessary to have a Bank account in order to receive a refund for bank transfer orders.

Please note that the rights described in our Return Policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.